"Complete garbage"

Complete garbage. We have two units in two cellars- one had compressor replaced just after warranty expired. The larger unit has leaks continuously (5 in two years now) and we need to rip it out and replace it after just 3.5 years! Company is rude and customer service is useless.

"This company has terrible customer…"

This company has terrible customer service regarding warranty and refunds. They gave us the run around at every turn. Dishonest, unorganized, fraudulent are just some words to describe them. I will never do business with Whisperkool again and encourage others to ovoid them as well.

"Customer Disservice"

1. The product they said was a direct replacement is not!
For 10 years we had the Whisperkool SC3000i running in our cellar. It worked flawlessly and kept the cellar at a constant 56 degrees. When I called WhisperKool to inquire about repair I was told to replace the unit. They told me the direct replacement was the new SC3000Pro. We purchased and installed the unit. It is in the exact same wall opening with all of the same conditions the previous unit was subjected to. After several weeks where the unit ran continuously it became obvious the unit is not a direct replacement. It simply cannot provide the same cooling that the old one did.

2. WhisperKool customer service is poor at responding.
After having the unit run for an entire week without getting the temperature down to 56 degrees I called customer service which takes approximately an hour to reach a real person. I explained the situation and they sent me a form and asked for some photos of the cellar specifics. After submitting the data I called back and after another hour spoke with the same representative. He gave me many possible reasons why the unit wasn’t reaching temperature, but ignored the fact that all the conditions were existing when the old unit was working. Trying to solve the problem, I installed the exhaust duct assembly in an effort to reduce the inlet temperature despite the fact that it was already 10 degrees colder than they advertise as being acceptable. This installation dropped the inlet temperature by 3-4 degrees, but the unit was still unable to achieve 56. I made a total of 8 additional calls to customer service and sent 8 separate emails seeking help but most went unanswered or the response was uninformed or did not respond to my direct question(s). I now have spent more than 20 hours trying to fix my cellar.

3. WhisperKool customer service staff needs some basic training.
During all my many phone conversations with 4 different customer service reps I was told numerous things that were causing the cellar not to achieve temperature. Once again, none of the issues are different than when the original unit was working just fine, but I simply wanted to get the problem fixed since the unit has now been running continuously for 4 weeks.
Besides the exhaust duct, I was told the heat loss calculation performed for the room indicated the concrete walls were the cause of such a high loss. When I explained the walls were subterranean clearly did not understand what this meant or what impact it had on heat loss.
I was also told the glass in the cellar door was the culprit. The cellar has 472 sf of wall, ceiling and floor. All either insulated or subterranean with nominally 48 degree ground. The glass in the cellar consists of 4 panes that are 5 ½” x 5 ½” or a little less than one sf!

4. WhisperKool customer service supervisor was clearly disingenuous!
After spending a month trying to resolve the issue I called for the 11th time and the customer service supervisor answered the phone. We spoke for 20 minutes detailing out all of the conditions, what had transpired, what I had been previously told and what to do going forward. He clearly was both knowledgible and assured me he could help fix the problem. He followed up via email.
Hello Scott,
Per our conversation, please move the bottle probe location to the middle of the racking. Wait 2 days for the cellar to acclimate and please reach out to me with the results. I am confident this will solve your issue however, if it does not we will work with you on a permanent solution.
I waited 3 days and the cellar still did not achieve temperature. I tried calling and could not reach him. I left 4 messages with different reps, but no return call. I resorted to email. 9 days later he responded.
Hello Scott,
The readings show us the system is cooling, and the fact it is getting to 57 degrees tells us the system is operating as designed. This seems to be an insulation or capacity issue possibly. And replacing the system with the same unit won't solve your issue. Our previous rep did do some calculations and mentioned you only have one insulated wall which would allow you to lose some capacity. You may need more BTUs to make up for the insulation issues to achieve a lower desired set point.

In summary, WhisperKool really had no interest in solving the problem. Collectively they spent an inordinate measure of time repeating potential issues which had already been disproven. The fact is the unit does not produce the same cooling as the old one. They simply should have taken the unit back and sent me one that would work even if they charged me for the difference. Sadly it took me almost 8 weeks to understand they were going to do absolutely nothing except waste my time.

"Giovanni"

Giovanni, the service rep did an excellent job. Technically she was on top of everything and was able to find the information regarding my purchase. She is a keeper. Jim Maccors

"Horrible customer service and warranty"

Even though you purchase and extended warranty on the unit. They expect you to jump through hoops. Taking temperature readings and read out on the display in order to get them to provide you with a warranty replacement. Even though the complaint is a noise that has nothing to do with any of that.

"Two thumbs Up!! - WK Customer Service Team"

Giovanni Yadao of the WK Customer Service Team went above and beyond assiting with tracking down a shipment and ensuring the equipment arrived on time for the installation crew!

"BUYER BEWARE!"

WhisperKool does not stand behind its products. I installed one of their units three years ago in my wine cellar and I have had THREE of their condensate pumps fail and leave water all of the floor of my cellar. The third pump failed in less than a month. WhisperKool refused to send me a refund and would only send me another pump which I obviously did not want. My technician installed a stronger pump that does the job properly. I am extraordinarily disappointed in their product and customer service (I was on hold for 1.5 hours today). Plus I have spent a fortune on the technician to fix the unit. DO NOT BUY WHISPERKOOL PRODUCTS!

"Our condensate pump on a Whisperkool…"

Our condensate pump on a Whisperkool 8000 ceiling mounted split system failed within warranty. We had to pay for a replacement. That lasted only 3 months and failed. We have spoken to a number of service reps who will not work on their units because their pump/sensor system is completely misdesigned and constantly fails, causing customers to get angry with the poor repair technicians who try their best to fix this flawed system. Has anyone had the same experience. In addition, they never answer their phones or leave you on hold for an hour. I cannot believe this company is so lousy when it comes to customer service. Oh yes, and since the first defective pump and the second defective pump, when combined lasted more than the warranty period, Whisperkool won't pay for replacement unit. Also, has anyone noticed that their only responses on this site are to complimentary posts. No attempt to deny their horrific service record and the poor quality of their condensate pump system.

"Helpful and Professional."

She was extremely helpful and very professional. She took her time and provided me contacts for service for my SC4000.
I really appreciated her diligence. She even looked up the original contract and also gave me the serial number.

"Client advocate was very responsive"

Client advocate was very responsive, client focused and most importantly HELPFUL!